'Capita has delivered products that work, that are simple to use; products that improve the lives of customers in Luton.'

Clive Jones, Income Manager, Luton Borough Council

Faced with demands to improve efficiencies, reduce costs and improve the service delivery offered to customers, Luton Borough Council's new customer service strategy focuses on channel shift within its community.

Through the implementation of Capita's citizen self-service portal, the council has put self-service channels for its residents in place, freeing up valuable staff resource to help with more vulnerable cases, and improving customer satisfaction throughout.

'We've halved the time it takes in the back office to process council tax and revenues enquiries with the same staff resource. It's a huge efficiency saving.'Clive Jones, Income Manager, Luton Borough Council